IT Technician

Position Overview

The Service Desk Analyst is the first point of contact for IT support, handling incoming support requests via phone, chat, and tickets submitted through the service portal. They provide timely, effective assistance while following established IT Service Management (ITSM) processes to ensure a high level of service delivery, and requires a motivated and customer-focused individual.

This position requires participation in an on-call support rotation, providing out-of-hours support for business impacting emergencies when required to ensure business continuity.

What you'll do

• Act as the primary point of contact for IT support requests via phone, chat, and the Service Desk portal
• Log, categorize, prioritize, and manage incidents and service requests in accordance with ITSM procedures
• Provide first-line technical support and troubleshooting for end users
• Resolve common issues related to Microsoft 365 (e.g., Outlook, Teams, OneDrive, SharePoint) and other cloud-based services
• Participate in a scheduled on-call rotation to provide emergency support outside standard business hours
• Escalate unresolved issues to second- or third-line support teams as appropriate, ensuring clear documentation
• Communicate effectively with users, providing regular updates on ticket status and resolution progress
• Maintain accurate records of incidents, requests, and resolutions within the ticketing system
• Contribute to knowledge base articles and documentation to improve self-service and first-time resolution rates
• Adhere to service level agreements (SLAs) and support quality standards

Who you are

• Previous experience in a Service Desk, Help Desk, or IT support role
• Solid understanding of IT Service Management (ITSM) concepts and processes (e.g., Incident, Request, Change)
• Strong customer service and communication skills, both verbal and written
• Experience supporting Microsoft 365 and related cloud services
• Experience and familiarity with remote desktop support tools (e.g. RDP, BeyondTrust/Bomgar)
• Ability and willingness to participate in an on-call support rotation (1 week at a time, generally once a month, rotating holiday coverage)
• Effective troubleshooting methodology for Windows operating systems, iPhone/iPad, PC hardware, and common business applications

What's in it for you?

• Annual base salary range: $21 - $25 Hourly
• Bonus target range: 5%
• Generous benefits package including medical, dental, vision, life, disability
• A company culture that prioritizes internal development and professional growth
• Time off with pay
• 401(k) plan with a degree of employer matching
• Paid parental leave
• Wellness programs and product discounts

Please note, all offers presented to candidates are carefully crafted to ensure market competitiveness, equity, and reflect the individual candidate's education, experience, skills and potential.
Hunter Douglas is an Equal Opportunity Employer and complies with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply.

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